Customer Intent

Get to the why behind customer decisions

Customer intent mapping allows you to understand customers’ intentions and anticipate their behavior by using intelligent journey analytics. It weaves a critical thread into your CX efforts by creating context and understanding to accurately determine what the best experience is for that customer.

Gain the insight to be preemptive

Intent mapping is the practice of using data, advanced analytics, and empowered employees to understand why customers interact with a brand. Understanding customer behavior enables brands to deliver preemptive and proactive interactions that achieve the best outcome for the customer and the business.

$3.5M in cost savings led by strategy transformation

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Make information actionable

Intent mapping takes your customer experience to the next level by incorporating signals from across the entire customer journey to recommend the best, insight-driven, next action. It uses insight from previous interactions to inform and anticipate future experiences from similar customers for a frictionless experience.

30 second drop in average handle time

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Deliver the right message at the right time.

Intent mapping is the connective tissue between the customer and the associate. For the customer, it includes their interaction channel and their known intent. The associate uses that information combined with the intent library to offer the next best experience.

62% increase in sales conversion rate with call flow enhancements

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CX transformation creates
new customer value

STRATEGY GUIDE

How to elevate your customer's
journey in 5 simple steps

There are many things a business can do to become truly customer-centric. The first step is to make a commitment to consider the customer experience as a priority that drives differentiation and creates competitive advantage. But what happens next? What steps should a business follow to realize that vision? Every goal worth achieving needs a plan to get there. Check out this strategy guide to learn how to transform CX using the customer journey as a map to guide you.

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